Agente Bilingüe Call Center

DUTIES and RESPONSIBILITIES: * Processes orders in MSC's order entry application (AS/400). * Resolves issues with AS/400 data, responds to requests and concerns, and answers questions to ensure order processing. * Contacts customers or vendors to resolve issues within an order using the most efficient and cost-effective resources and processes * Resolves credit and collection issues as presented through the order entry application. * Effectively manages customer interactions, including inbound and outbound calls and email * Utilizes various systems (including but not limited to the MSC website, AS/400, WebSOE, Salesforce, Oceana, and Vendor Websites) and collaborate with other departments to identify and address the customer's stated and unstated product and service needs. * Delivers customer service within MSC quality standards to ensure customer satisfaction, account retention, and revenue growth. * Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the customer's overall experience. * Achieves the productivity goal expectations of the role. * Consistently expands sales, service, and product knowledge using MSC's training offerings. * Participate in special projects and perform additional duties as required. SKILLS: . Computer literacy and proficiency with email, various internet browsers, and/or the Windows operating system required . Strong verbal and written communication skills required . . Experience with Salesforce and AS/400 is desired. . Customer service and sales skills required. . Strong organizational and time management skills are required. . Bilingual ability (Spanish and English) required. Demonstrates proficiency in the required competencies: o Customer Focus o Decision Quality o Drives Collaboration o Develops Talent o Communicates Effectively o Instills Trust